[sethmholton]

RE: Refusal to modify reservation, refund fare, credit fare, or honor remaining flights in a multi-city reservation

To whom it may concern:

On Thursday, 10 December 2015, I purchased two tickets from Etihad, one for me and one for my partner, for a total of approximately $1600USD.

We were going to depart Turkey (IST) on 18 Jan 2016, make a transfer at Abu Dhabi (AUH), then arrive in Thailand (HKT) on 19 Jan 2016. We were then going to spend 30 days in Thailand, leaving on 17 February 2016. From Thailand (HKT), we were going to make a transfer at Abu Dhabi (AUH), then fly directly to New York City (JFK). From New York (JFK) we were then flying to New Orleans (MSY), our final destination, where we would arrive on 18 February 2016.

Not 24 hours after I bought tickets from Etihad through Expedia, our situation changed and we can not wait until Jan 18th to fly. We have to go earlier. That means I need to change the date of departure from Jan 18th to Jan 7th.

We originally planned to be in Turkey from Jan 2nd to Jan 18th, but we had to cancel that trip (with another airline) and instead need to fly directly from Italy (Rome – where we are spending Christmas and New Year) to Thailand (HKT). We wanted to fly on Jan 2nd, but the most reasonable fare was Jan 7th. So we chose that date.

Since the sale of the tickets had not taken place 24 hours before, I tried to take advantage of Expedia’s offer to cancel within 24 hours for a full refund. This request was denied, even though I was within the time frame allowed.

Next, I called Expedia to request to change the point of origin from Turkey (IST) to Rome (FCO). All other flights would remain the same. I was only asking to change the connecting flight. I was ready to pay any fees for changing the flight as well as any fare difference. Expedia contacted Etihad and Etihad said that this is not possible. They said the flight must be from Turkey, and Turkey only. I could either fly from Turkey or lose 100% of my fare.

I then asked if I could book my own flight from Italy to Abu Dhabi and then catch my flight from Abu Dhabi to Thailand. I would only miss the first flight from Turkey to Abu Dhabi. Etihad said that this is also not possible. They said that if I do not take the first flight from Turkey to Abu Dhabi, then every other flight I paid for—Abu Dhabi to Thailand; Thailand to Abu Dhabi; Abu Dhabi to New York; New York to New Orleans—would be cancelled. So I would then lose 100% of my fare. I find it logically hard to believe that missing a connecting flight forfeits any and all other flights.

While I know my fare says “non-refundable”, I don’t see why it can’t be changed, especially given that I am only changing one connecting flight, and am willing to pay any and all necessary fees. I'm not asking for a refund -- only a change. And I'm willing to pay.

Instead, I am being given zero options, zero flexibility, zero cooperation from Etihad. I am being told that they will also keep 100% of my money, $1600USD. No change, no alteration. No sympathy. Nothing. “Oh well, we are keeping your money.” I don’t consider this to be “customer service” I expected from one of the highest rated airlines in the world. This is morally wrong.

I’m not a rich man. I don’t have enough money to buy two MORE tickets. I can’t drop another $1600-2000USD just on flights in addition to what I’ve already spent. Which basically means I won’t be able to have my vacation, even though I’ve paid for the bulk of it.

Etihad, I leave this one to you. Contact me here on Facebook if you want to resolve this situation to our mutual satisfaction. Or keep all of my money, sell my seats to someone else, and double your money. Up to you. I hope you do what's morally right, not just follow "policy". It isn't "just business". We are people who are spending money with you for a service. Denying service and keeping 100% of the money isn't morally right.

Rest assured I shall inform all of my friends and colleagues (office full of western professionals working in the GCC, taking trips 4-5x a year, regularly flying through the UAE) what happens from here. Everyone is currently pricing their roundtrip flights home to the US and UK for Ramadan.

I think Etihad can do better than this. And if you can’t, I think Qatar Airways or Emirates should be able to.